Customer Service Representative - Schindler UK
(2019-10 - 2022-12)
- Answering incoming calls from the public who have been trapped in the Schindler lifts, making sure engineers are called out to the lift as soon as possible.
- Making sure the correct local engineer is called out to be able to reach the entrapment the earliest.
- Taking responsibility for the entrapment and making sure the engineer has reached and the entrapment has been prioritized.
- Empathizing and reassuring the public that an engineer will be on his way as soon as he can be and they are perfectly safe.
- Making sure everything on the system is correctly logged for the next colleague to pick up on.
- Dispatching jobs for the engineers daily.
Customer Service Representative - Moneycorp International Payments
(2019-04)
Temp Ongoing
- Taking incoming calls on general enquiries regarding payments, exchange rates and travel money.
- Chasing up payment queries for clients with third party banks.
- Confirming details and releasing funds after relevant checks with clients.
- Achieving and exceeding towards targets and also working within the service level agreement.
- Also dealing with client queries via emails and sending out letters to clients as requested.
- Helping and guiding customers when locked out their online accounts or trying to make a payment.
- Working alongside other colleagues within other teams when volumes are high.
- Being able to multi-task and resolve the query or issue whilst still giving excellent customer service when talking to clients.
Senior Fraud Agent - Barclays UK Coventry
(2017-01 - 2019-04)
- Raising cases for victims and using a system that shows IP addresses and Device ID's to determine whether it is First Party or Third party.
- Preventing Fraud by blocking beneficiaries of fraudulent funds when accounts are reported to us.
- Raising scam cases where customers have paid for a service or good and haven't received it.
- Using communication skills to help the customer who has been a victim when they have lost all their money and having to deal with the sensitive matter to reassure the customer that they are in safe hands.
- Educating customers on how to prevent fraud and reissuing customer's services to prevent any further fraud taking place on customer accounts and safeguarding them.
- Block accounts where necessary if they are being used to aid fraud and having it reported correctly to have the correct action take place on the account.
- Assessing accounts for unusual behaviour such as large credits entering the account and leaving the account.
- Floor walking when other colleagues need help and further guidance.
- Using B chat to help other colleagues within Barclays with queries, advice and sending them to the right departments so they can assist customers accordingly.
CPS Fraud/Disputes Telephony Agent - Barclays Bank PLC
(2016-03)
Temp
- Setting up fraud/dispute cases for clients which are impacted by fraudulent and disputed activity with debit card transactions.
- In the process of raising fraud and dispute cases also being able to use specialised software/programs such as PEGA view ACE DCS, Eicon AVIVA DCS (mainframe), customer gateway and debit card servicing hub, DCD mini app, ATM mini app which has migrated to streamline process for other users in the bank to raise at first point of contact.
- Working alongside with other service areas such as fraud, chargeback teams, wealth and sky branch colleagues (Personal, Business and Premier).
- Ensuring all activities and duties that are carried out are in full compliance with regulations, requirements, Barclays operational risk framework and internal Barclays policies and standards.
- You will be a 'pleasure to do business with', demonstrated by the tone of your voice, your skills and problem solving techniques, keeping promises and providing customers with the right answer, every time.
- Effectively manage controllable finance costs with having a £250 empowerment for resolution at first point of contact, managing effective outcomes.
- Setting up complaints creates a positive outcome for both the customer and business to protect the company reputation and create longer term customer retention.
Customer Service Representative - HSBC BANK PLC
(2012-01 - 2016-12)
- Investigating and providing resolutions to customer queries with foreign cheques ensuring excellent customer service is continually being delivered.
- Input customer details into company systems accurately in line with data protection act so all audits are successfully passed.
- Deal with complaints creating a positive outcome for both the customer and business to protect the company reputation and create longer term customer retention.
- Training new staff on a variety of processes within the team making sure they are competent to meet quality standards and business targets.
- Processing foreign cheques requires high levels of attention to detail and accuracy demonstrating a 'get it right' first time attitude through taking ownership of every customer document ensuring requests are actioned in a timely manner.
- Reviewing processes and procedures giving constructive feedback to provide a sustainable solution and ensure best practice is achieved across the team.
- Building and maintaining strong relationships with stakeholders including staff in branch and global sites ensures a consistent message and the company reputation is protected.
- Managed workloads in the manager's absence to ensure targets are achieved.
Call Centre Advisor - IBM
(2012-01 - 2012-12)
- Answer and assist all incoming calls in a professional manner regarding London Congestion charges from all members of the public to ensure all payments were accurately taken to maximise income.
- Provide customers with relevant information regarding charges and parking permits to minimise penalties and provide excellent customer service.
- Process applications forms from customers accurately and in line with data protection and within service levels agreements.
- Process penalty payments showing empathy to the customer and in line with company policies to secure necessary incomes due.
Store Assistant - Clintons
(2007-01 - 2012-12)
- Serve members of the public and help them with their enquiries, providing them with products that meet their needs and a positive customer experience.
- Assist the management team as required as well as dealing with cash up, petty cash and other administration duties.
- Organise the shop floor and window display to create eye appeal and increase sales.
- Re-order stock as necessary and manage the customer trends ensuring we meet demands.
